Managing indicators for Quality Management
Indicators capture important moments within your interactions, whether they involve a key competitor or a new product feature. Quality Management admins and supervisors can manage indicators, then subscribe to email notifications for specific indicators. For example, you can create an indicator that tracks keywords related to escalations, such as “supervisor” or “escalate”, then set up email notifications when Quality Management detects these words during interactions.
Requirements for managing indicators
How to add or edit indicators
- Sign in to the Zoom web portal.
- In the navigation menu, click Account Management then Account Settings.
- Click the Quality Management tab.
- In the Analytics section, click Manage Indicators.
- (Optional) Click Add Category to add a new category to organize your indicators. Enter a name and description, then click Add.
- Click Add Indicator or, to edit an existing indicator, click the ellipsis icon
in the top-right corner of the indicator box, then click Edit. - Specify the following settings:
- Indicator Name: Enter an internal display name for the indicator.
- Description (Optional): Enter an internal description for the indicator.
- Indicator Category: Select a category to organize your indicators.
- Mentioned by: Select one of the following options to determine if Quality Management detects interactions from agents and/or consumers.
- Under Keyword Phrase, click the Basic or Advanced tab to enter keyword phrases:
- Basic tab:
- Keyword Phrases: Specify the keywords to detect. Separate each keyword with a comma.
- Include related word forms: Select this check box to include words related to the ones you specified. For example, if you enter “secure”, Quality Management will also detect similar words like “secured”.
- Ignore These Keyword Phrases (Optional): Specify keywords to ignore. Separate each keyword with a comma.
- Import from CSV: Import a CSV of the phrases (available for both fields).
- Advanced tab:
- Keyword Phrases: Specify the keywords to detect or ignore. Separate each keyword with a comma. Follow the syntax of the example you see in the field.
- Include related word forms: Select this check box to include words related to the ones you specified. For example, if you enter “secure”, Quality Management will also detect similar words like “secured”.
- Click Save.
New indicators are enabled by default. You can disable an indicator by disabling the toggle in the top-right corner of the indicator box.
How to create or edit a subscription to indicator email notifications
After adding indicators, you can subscribe to email notifications for indicators. When an indicator or key phrase is detected in an interaction, you will receive an email with a link to the interaction where it was mentioned. The frequency of email notifications is configurable. This feature helps you proactively monitor the interactions you care about without manually searching for them in the Zoom web portal.
Note: You can only subscribe to indicator email notifications for yourself. You can’t specify another user’s email address to receive notifications.
- Sign in to the Zoom web portal.
- In the navigation menu, click Settings.
- Click the Quality Management tab.
- In the Indicators section, click View Indicators.
- Locate the indicator you want to subscribe to, then click Subscribe. To edit or delete an existing subscription, click Subscribed, then Edit or Delete.
- Specify the following subscription settings:
- Subscribe to this indicator: Select this option to subscribe to all keywords in the indicator.
- Subscribe to specific keyword phrases in this indicator: Select this option to subscribe to specific keywords in the indicator. Click the drop-down menu to select the keywords.
- Subscription Email Cadence: Select one of a cadence for when emails will be sent.
- Click Save.
Note: You cannot subscribe to specific keyword phrases if keyword phrases have not been specified for the selected indicator in the indicator’s configuration.